| Author |
Message |
Texan
Posts: 229
Phone Model:
Moto |
 
Sat Sep 09, 2006 12:27 am |
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Ok, just one more thing after reading the above post.. You stand a much better chance with a "plain old rep" than you will with a supervisor cause we are smart enough to review everything before a supervisor gets involved.. So, no like Tam, we don't fear a sup standing behind us cause it is ALL discussed with the sup before they ever talk to you! And rather you want to believe it or not, "some of us plain old reps" actual "argue a case with sup's" to get something for a customer rather the customer deserves it or not..
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mandiepantz
Posts: 39 |
Sat Sep 09, 2006 1:29 am |
seriously, there is no threat to a rep when a customer asks to speak with a supervisor. we call the supervisor while we place you on hold, explain the situation, and then do what is a "warm transfer" and connect you to the supervisor.
i love my manager, she stands behind the rep 100% as long as it's reasonable. customers bitch and moan and escalate, and most the time before the call is connected, the supervisor will tell me that they can't help the customer either.
the sup talks to the customer for like 1 minute and then the person gets over it and realizes they aren't getting their way.
it's just funny how customers think escalating to management gets the rep in trouble, lol... as long as the rep follows the rules of the company, whether you like the rules or not, they stay the same no matter who you talk to. supervisors back reps up 99% of the time.
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Tigress
Posts: 192
Phone Model:
Moto V360; Blackberry 8100 Pearl
Service Provider:
T-Mobile |
Sat Sep 09, 2006 2:41 pm |
| tampadelphian wrote: | [customer service is what's going to determine who's the best... and Verizon is not top notch there.
You might not have gotten your way, and for that reason your experience with our customer service is negative. I'm truly sorry about that. But don't go ahead and say that we're not top notch, when JD Power has consistently rated us as tops in the industry. |
And I say this tounge in cheek - I'd like to know where you get the info that JD Powers has consistently rated Verizon tops in the industry when this last study was the 4th one put out and the only time that Verizon was tops and that was a tie? ... Can you really say you are consistantly tops in the industry when it comes to Cust Service?
Face it, if it wasn't for the fact that T-Mobile rating/score dropped during the last survey Verizon would have been number two again 
And as I said above, this is tounge in cheek with a smile on my face...Careful what you say
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Tigress
Posts: 192
Phone Model:
Moto V360; Blackberry 8100 Pearl
Service Provider:
T-Mobile |
Sat Sep 09, 2006 2:44 pm |
| Texan wrote: | Oh and one last thing NotaVZWfan,
VZW must be just a wee bit more "TOP NOTCH" than you think or they would not have the lowest cancelation rate consistantly (by far) and have grown over 20 MILLION additional customers in just alittle over 2 yrs... Also when it comes to customer service, sometimes YOUR approach can make a difference in the outcome! |
It's not hard to have the lowest cancellation rate when your automatically in a 2 year contract and every single change seems to end up in a contract renewel ^.^  
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Texan
Posts: 229
Phone Model:
Moto |
Sat Sep 09, 2006 9:58 pm |
Ok cmon Tigress,
We are suppose to be "kinda" partners here!
VZW does not require 2 yr contract, customers can upgrade phone with 1 or 2 yr their choice, also price plan change, if they have 1 yr or more does not change the contract.. and like T-Mobile (if they still do it that way) customers can pay for night minutes and not change contract date.. VZW unlike (I think anyway,) other providers does not have a seperate retention dept, it is handle thru cust service for cancellations.. We really have very few, honest... Have a great weekend!
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Tigress
Posts: 192
Phone Model:
Moto V360; Blackberry 8100 Pearl
Service Provider:
T-Mobile |
Sat Sep 09, 2006 10:41 pm |
But what kind of partner doesn't challenge at some point in time??
It is the same with us as well in terms of contracts, I just remember time with Verizon years ago where to sign up it was mandatory 2 years, and everything extended it...But that was a while ago, thanks for correcting me ^.^
Our retention department doesn't even occupy it's own building, only about 100 to 150 people on rotating shifts. The only people they handle are customers with more than 10 months tenure and our High Value Loyalty program customers.
Here's the other thing - Think about percentages - If 1,000,000 people leave T-Mobile vs 1,000,000 leaving Verizon, of course T-Mobile's percentage will be higher - But either way, 1,000,000 people where unhappy ^.^
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robert010154
Posts: 7
Phone Model:
Samsung a610
Service Provider:
Verizon Wireless |
Mon Sep 18, 2006 12:49 am |
| kwinkle wrote: | | If I go in the store and buy the phone I have to pay the 50.00 and then I get the 50.00 rebate. Where is my new every two bonus? In other words they are reducing my bonus to 49.95 because I will get a rebate. |
A New Every Two credit entitles you to a free phone up to one hundred dollars. Depending upon the price of the device, the credit can be anywhere from 9.99 up to $100. And yes, if the phone has a "mail in" rebate, the New Every Two credit will be reduced by a like amount.
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VDIDS
Posts: 2 |
Tue Sep 19, 2006 11:47 am |
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So there is the conclusion!! If you do not want to pay the rebate, get it online!!!! Wait for your phone! Either way you get the the 8300 for free after rebate! What do you want money back..come on now lets be realistic. You want interaction to ask questions and to play with the phone find out first hand..then buy it and buck up 50.00 that will be returned! if not....ONLINE!
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VDIDS
Posts: 2 |
Tue Sep 19, 2006 12:20 pm |
| Tigress wrote: | | Texan wrote: | Oh and one last thing NotaVZWfan,
VZW must be just a wee bit more "TOP NOTCH" than you think or they would not have the lowest cancelation rate consistantly (by far) and have grown over 20 MILLION additional customers in just alittle over 2 yrs... Also when it comes to customer service, sometimes YOUR approach can make a difference in the outcome! |
It's not hard to have the lowest cancellation rate when your automatically in a 2 year contract and every single change seems to end up in a contract renewel ^.^ |
No its lowest because of the overall quality, reliablility! People pay the early termination fee to get out of other carriers because they cant make calls!
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jackson
Posts: 1 |
Tue Sep 19, 2006 5:00 pm |
I read recently in Comsumer Reports that ALL cell phone companies
have a LONG way to go to in the customer service dept. Verizon MAY be the best BUT if, on a scale of 1 to 10 you are only a 5 and every body else is a 4 or less you are still not where you need to be in customer satisfaction. Retail history shows that those companies who have a liberal return policy have better sales. WHY? Because people know that if they are dissatisfied with something ( for any reason ) they can return it. I have worked for such a retailer ( The Container Store ) and have shopped at others with the same policy. I can tell you that those companies make more money by their increased sales than what they ever lose by doing their best to keep their customers happy. Giving is a universal principle. You get back more than you give out and it works for businesses, too.
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